Research on E-Service Quality, Customer Relational Benefits and Customer Satisfaction

摘要：

In this research, a relationship model among e-Service quality, Customer Relational Benefits and customer satisfaction is constructed and verified from the perspective of e-Service process. Study results show that process-based quality and outcome-based quality of e-Service have significantly positive effects on the confidence benefits, social benefits, special treatment benefits and e-satisfaction of customers. While confidence benefits and special treatment benefits have significantly positive impact on e-satisfaction, the impact of social benefits is not significant.

关键词： E-Service Quality Customer Relational Benefits Customer Satisfaction

作者: Fan Jun

作者单位: School of Business Administration,Zhejiang Gongshang University,Hangzhou,CO 310018 China

会议类型: 国际会议

会议名称: 2009 6th International Conference on Service Systems and Service Management( 2009 第六届服务系统与服务管理国际会议)

会议地点: 厦门

会议语种:英文

页码: 894-899

在线出版日期: 2009-06-08（万方平台首次上网日期，不代表论文的发表时间）